TOM's Casino - Giving me hard time with verification

RESOLVED
Enny Pereira United Kingdom
posted on October 18, 2016.

Made a little winning from playing slots and requested the withdrawal. I sent my ids as requested (the same accepted ids in all other casinos as well as banks that I've joined) and they said it's unacceptable. I tried to explain the situation (because name in my id is the name before marriage and I did send marriage certificate to prove). Finally the lovely customer service told me through email that it's sorted and for my case they made it exceptional, my withdrawal had been processed.

Waiting for about a week and got nothing from them in my account, so I contacted them again to ask about it. Got an answer saying that my id was not accepted (again), I was like whattt?? After all the time I spent to explain and also after the confirmation email saying all was good? Very not professional at all. They suggested me to get new id (which will take too much hassle to do as I need to fly back to where I come from *16 hours flight) if I want to get my winnings. They also told me that the verification team handles many other online casinos verification also so I just wonder.... I believe at least one of the casinos I've joined is handled by them (because I joined so many online casinos and have done verification with them) so if my id was accepted by them then why Toms don't?

Not fair and not professional at all... Very disappointed with this as I never had any problem with this at all. Nobody even contacted me to let me know about the situation. Please be noted that Toms is a few last casinos I've joined and I'm not new in this verifying id matter. Very much not happy with this because it seems they're not letting me to get my own money.

AskGamblers
posted on October 19, 2016.

Dear @listrix,

Please make sure to update your complaint accordingly and clarify the total amount of disputed withdrawal's request/s.

Thank you for your cooperation.

posted on October 22, 2016.

KYC and identification is always subject to re-evaluation, thus a previously approved verification, may it be done on other casino or on the same casino, does not guarantee approval for KYC in the future.

In this case, the player hasn't been able to provide an ID document which would show her current personal details that would match the Tom's Casino account details. We require the player to provide a valid ID with her current surname to complete the verification process prior to approving her withdrawal.

In our behalf, it has to be acknowledged that there has been a lack of communication both to the customer's direction and internally between our Customer Care (which is operated by Tom's Casino) and Payments Department (which is operated by our licence holder). We're looking into this and do whatever we can to enhance internal communication to avoid this kind of situation from happening again

Enny Pereira United Kingdom
posted on October 22, 2016.

I did provide a valid ID and supporting documents to show that it is valid.

I believe there is always solution to every problem and it seems that the verification department does not help to find the solution. In some special cases like mine, I think the person in charge needs to contact me directly so I can explain the situation as well as to avoid the lack of communication between them and the customer care. Honestly speaking and not trying to be rude here, the lack of communication between customer care and payment department is non of the customer's problem as it's their internal problem which we as customers do not need to consider IF we customers also do not get the consideration back from the casino, what we customer know is what we hear. It is not professional at all to tell customer what's going on behind all this.

It's as simple as this.
- I deposit and made winning.
- I sent the documents for the verification purpose.
- I explained what's going on through the customer care.
- On the same day I got email saying it's all done, for my case it's exceptional and the withdrawal is being proceeded, however in the future I need to send them new id once I got the new one with my full name on it.
- So, I should have gotten the fund by now.

So, please, for the sake of professionalism of the company, I'm the customer here. I would understand IF I got no email regarding that or if I ever had problem to verify with same documents but I never had one.

posted on October 26, 2016.

The case has been undergone thoroughly internally and the player has been contacted by our Customer Care.

Enny Pereira United Kingdom
posted on October 26, 2016.

It's solved. Really appreciate that Tom's Casino pays further attention on this case. Thank you.

AskGamblers
posted on October 26, 2016.

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.